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| Section | Weight | Objectives |
|---|---|---|
| Digital Channels | 15% | - Troubleshoot digital channels delivery faults across modern communication flows
|
| Tenant Configuration and Reporting | 30% | - Configure desktop layouts and custom desktop profiles for agents and supervisors - Describe network requirements for Webex Contact Center systems - Configure multi-tier customer experience variables and thresholds - Describe Webex Contact Center reporting analytics and data visibility tracking - Configure security profiles, skills-based routing rules, and scheduling patterns - Analyze real-time and historical dashboards to isolate operational constraints - Configure Webex Contact Center users and identity records |
| Telephony and Call Routing | 30% | - Configure infrastructure components to route voice calls within Webex Contact Center flows
- Describe Webex Contact Center telephony architecture options
|
| Advanced Features and AI | 25% | - Configure outbound campaign management pipelines and dialer options - Describe AI capabilities within Webex Contact Center architectures
|
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NEW QUESTION # 48
Customer XYZ has deployed Bring your own PSTN option to route calls to his Webex Contact Center environment. Callers calling in are reporting getting a reorder tone followed by a call drop.
Which action helps to identify the cause of the issue?
Answer: A
Explanation:
A reorder tone followed by call drop at call ingress is usually a telephony signaling or trunk acceptance symptom, not an Analyzer or queue-configuration symptom. In a Bring Your Own PSTN design, the customer's PSTN carrier and session border controller are responsible for delivering calls toward Webex Contact Center through the agreed voice path. Cisco's Webex Calling and Local Gateway documentation emphasizes trunk status, SIP connectivity, registration or certificate state, and SBC reachability as the first checks when calls fail before application routing. If the call cannot be successfully established across the customer's SBC or Local Gateway, Webex Contact Center will not have a usable interaction to queue, analyze, or route. Analyzer becomes useful after the platform has received enough call data to create records; it is not the first place to diagnose a reorder tone at ingress. Channel and queue association should still be reviewed later, but the symptom points first to SIP trunk status on the SBC. Reference: Cisco Help, Get started with Local Gateway; Configure trunks, route groups, and dial plans for Webex Calling.
NEW QUESTION # 49
An engineer is configuring outdial telephony for a new Cisco Webex Contact Center deployment.
Which two configurations are required? (Choose two.)
Answer: A,C
Explanation:
Outdial calling in Webex Contact Center needs both a tenant or system caller-ID source and a desktop permission path that lets the agent place outbound calls. Cisco's Control Hub voice settings document the Default Outdial ANI field, which determines the default caller ID used for outdial behavior when a dial number is not otherwise mapped. Cisco's desktop profile documentation then controls whether an agent can actually use outdial from Agent Desktop. When Outdial is enabled on the desktop profile, the administrator selects the outdial entry point and, where applicable, the Outdial ANI list. Adding an agent to an outbound team is campaign-related and not a prerequisite for ordinary outdial. ANI in Flow Designer can influence call presentation in flows, but it is not the required administrative setup for agent outdial. A wrap-up reason for an outdial queue is useful for classification after a contact, not the base telephony enablement. Reference: Cisco Help, Set up voice settings for Webex Contact Center; Manage desktop profiles.
NEW QUESTION # 50
An engineer is configuring a new local gateway SIP trunk for their Webex Contact Center PSTN services.
The SIP trunk requires that
registration be refreshed every 2 minutes.
Which command meets this requirement?
Answer: D
Explanation:
The registration refresh interval is derived from the expires value multiplied by the refresh ratio. In Cisco IOS XE Local Gateway configuration for Webex Calling, the registrar command commonly uses an expires value and a refresh-ratio. With expires 240 and refresh-ratio 50, the gateway refreshes registration at 50 percent of
240 seconds, which is 120 seconds, or exactly two minutes. Option B uses refresh-time, which is not the documented parameter used in the provided command style. Option C would refresh at 60 seconds because 50 percent of 120 is 60. Option D would refresh at 150 seconds because 50 percent of 300 is 150. The correct answer is therefore the command that sets expires to 240 with refresh-ratio 50 over TLS using the sips scheme. This aligns with Cisco's registration-based Local Gateway model, where the SBC must keep SIP registration active toward Webex Calling. Reference: Cisco Help, Configure Local Gateway on Cisco IOS XE for Webex Calling; Configure trunks, route groups, and dial plans for Webex Calling.
NEW QUESTION # 51
An engineer deploys Webex Contact Center international dialing restrictions. Agents must call only approved countries. Which configuration is MOST appropriate?
Answer: B
Explanation:
Outbound dial permissions and dial plan policies control which destinations agents may call.
Administrators can restrict international dialing patterns and enforce approved ANI presentation.
Desktop layouts and queue thresholds do not provide telephony authorization control for outbound dialing behavior.
NEW QUESTION # 52
Which configuration action must be taken to enable the real-time transcripts AI Assistant feature?
Answer: B
Explanation:
Real-time transcripts require the call audio stream to be started before the interaction is delivered to the queue or agent. Adding the Media Stream node at that point enables the AI Assistant to receive the live audio needed to generate real-time transcription during the customer interaction.
NEW QUESTION # 53
......
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